At a Glance
- Tasks: Drive customer success by managing relationships and ensuring product adoption.
- Company: Innovative AI-driven company backed by top investors, focused on transforming go-to-market strategies.
- Benefits: Competitive salary, collaborative work environment, and opportunities for professional growth.
- Other info: Work onsite in London three days a week for dynamic collaboration.
- Why this job: Be a strategic advisor and make a real impact on high-value customer success.
- Qualifications: 5+ years in customer-facing roles, preferably in SaaS or AI.
The predicted salary is between 60000 - 80000 £ per year.
About 11x. Most of what Go-to Market teams do all day isn't selling. It's research, list-building, follow-ups, and data entry — work that should never have been a human job in the first place. We're building a system of AI workers that own GTM execution end-to-end. Alice creates demand, and Julian captures it. They take the busywork off the table so GTM teams can do what they do best: building relationships and closing deals. Backed by $75M+ from a16z and Benchmark, headquartered in San Francisco, and trusted by Checkr, Xerox, Sage, and Armanino. We're hiring ambitious people who want to define how the next generation of companies accelerate growth.
About the Role. We’re looking for a Customer Success Manager who is energized by the challenge of scaling new go-to-market motions and driving business impact across a portfolio of high-value customers. At 11x, we call this a Full Stack CSM—you’ll own the entire customer journey: from onboarding and consulting on use cases, to managing ongoing success and even leading commercial conversations. You won’t just manage accounts—you’ll serve as a strategic advisor to executive stakeholders, deeply embed yourself in customer workflows, and proactively identify opportunities to expand adoption and value. Ideal candidates have hands-on GTM experience—whether through sales, partnerships, business development, or supporting go-to-market tools—and are passionate about building long-term relationships that lead to outsized outcomes.
What You’ll Do:
- Act as a trusted advisor to C-level and VP stakeholders, aligning our digital workers to their strategic goals and success metrics.
- Drive adoption, onboarding, and expansion across teams by surfacing new use cases, leading training sessions, and articulating impact.
- Own and grow your book of business, with a strong focus on renewals, upsell, and product stickiness.
- Partner cross-functionally with product, engineering, and GTM teams to shape roadmap, resolve friction, and co-create scalable success.
- Contribute to the broader customer ecosystem—developing playbooks, leading community events, and sharing insights.
Requirements:
- 5+ years in a customer-facing role (Customer Success, Account Management, Business Development, etc.)—preferably in SaaS, AI, or GTM tech.
- A strong understanding of the go-to-market landscape—you’ve either carried a quota, supported sales teams, or helped deploy tools used by GTM orgs.
- A builder’s mindset: proactive, resourceful, and unafraid to get hands-on in a fast-moving environment.
- Exceptional communicator and relationship-builder, comfortable engaging senior execs and managing complex projects.
- You sweat the details, thrive on ownership, and are motivated by helping customers win.
- Onsite in our London office three days a week—this role is highly collaborative and benefits from being in the room.
Senior Customer Success Manager (UK) in London employer: 11x.ai
At 11x, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to thrive. As a Senior Customer Success Manager based in London, you'll enjoy the benefits of working in a collaborative environment, with ample opportunities for professional growth and development. Our commitment to leveraging cutting-edge AI technology not only enhances your role but also positions you at the forefront of transforming how businesses accelerate their growth, making this an exciting and rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (UK) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 11x.ai. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 11x.ai before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (UK) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 11x.ai:Your cover letter is your chance to shine! Tell us why you want to work at 11x.ai specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 11x.ai!
How to prepare for a job interview at 11x.ai
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
